Return & Refund Policy
Effective Date: February 6, 2026
At Pegoca, our mission is to make mealtime comfortable for your pet and beautiful for your home. We want you and your furry friend to be absolutely delighted with your new feeding station. However, we understand that sometimes things don’t go as planned, maybe the stand is too tall for your pup, or the wood tone doesn’t match your kitchen floor. This policy outlines how we handle returns, refunds, and exchanges.
1. THE 30-DAY RETURN WINDOW
You have 30 days from the date your package is delivered to request a return.
To be eligible, your return request must be initiated via email within this 30-day period.
If 30 days have gone by since your delivery, unfortunately, we cannot offer you a refund or exchange.
2. NON-RETURNABLE ITEMS (CUSTOM ORDERS)
Please note that Personalized or Custom-Made items are FINAL SALE.
Engraved Stands: Any stand that has been laser-engraved with your pet’s name cannot be returned or exchanged.
Custom Heights: Stands made to specific non-standard dimensions requested by you are non-refundable.
Exceptions: If a custom item arrives damaged or with a spelling error made by our team, we will replace it immediately free of charge.
3. ELIGIBILITY & HYGIENE (STRICT)
To qualify for a refund, the item must be in Brand New, Resalable Condition.
Unused: The stand and bowls must show NO signs of use. This means no food residue, no water marks, no slobber, and no scratches.
The “Lick” Test: Due to strict veterinary hygiene standards, we cannot accept returns of bowls or stands that have been used to serve food or water, even once. We cannot resell used pet dining ware to another customer.
Packaging: The item must be returned in its original box with all internal protective foam and corner guards.
4. WOOD CARE & DAMAGE DISCLAIMER
Pegoca stands are made of Real Solid Wood. While we seal them with a water-resistant finish, they are not indestructible. Pegoca is NOT responsible for:
Chewing: Damage caused by your dog chewing on the legs or corners of the stand.
Water Damage: Warping, discoloration, or mold caused by leaving water spills sitting on the wood for prolonged periods or putting the wooden stand in a dishwasher.
Outdoor Use: Damage caused by using an indoor stand outside in rain/sun.
5. DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged (e.g., a cracked leg, broken ceramic bowl) due to shipping:
Reporting: Please inspect your order immediately upon delivery. Email [email protected] within 72 hours.
Evidence: Please attach clear photos of the damage and the outer box.
Resolution: We will send a free replacement part or unit immediately. You usually do not need to return the broken item (especially broken ceramic) to us.
6. “CHANGE OF MIND” / WRONG SIZE RETURNS
If you wish to return a standard (non-custom) stand because it is the wrong height for your dog or you changed your mind:
A. Return Shipping
The customer is responsible for return shipping costs.
Wooden feeders are heavy furniture items. Return shipping can be costly. We recommend using a trackable service (UPS/FedEx) and purchasing insurance.
B. Restocking Fee (20%)
A 20% Restocking Fee will be deducted from your refund.
Why? Upon return, we must unbox, sanitize, inspect the wood for scratches, and re-package the item. This fee covers the labor and materials involved.
C. Original Shipping
The original shipping fee (e.g., the $9.99 flat rate) is non-refundable.
If your order qualified for Free Shipping, the actual shipping cost we paid to send the item to you will be deducted from the refund.
7. HOW TO INITIATE A RETURN
Measure First: Before buying, please measure your dog’s shoulder height to ensure the stand is the correct size. This prevents the need for returns!
Email Us: Contact [email protected] with your Order Number and reason for return.
Approval: If approved, we will provide a Return Merchandise Authorization (RMA) number and our US warehouse address.
Ship: Pack the item securely (original packaging is best) and ship it back.
8. REFUND TIMELINE
Once your return is received and inspected at our warehouse:
We will notify you via email regarding the approval or rejection of your refund.
If approved, your refund will be processed immediately.
A credit will automatically be applied to your credit card or original method of payment within 7 business days. (Please note: Your bank may take additional time to post the funds to your account).
9. CANCELLATIONS
Standard Orders: You may cancel within 12 hours of placing the order for a full refund.
Custom/Engraved Orders: You may cancel within 24 hours. After 24 hours, the order is locked for production (engraving) and cannot be canceled.
10. CONTACT US
If you are unsure about which size is right for your dog, please contact us before you order! We are happy to help you choose the perfect fit.
Email: [email protected]
Address: 17390 Riva Ridge Dr, Moreno Valley, CA 92555
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (EST)
